Please click on the question and you will be taken to the answer below or just browse this section. If something is still not clear or if you have additional questions, please contact us for help or contact your order manager.

Payment

I would like to use your services but at the moment I can't pay with my credit card. Can I use someone else's credit card?
For security reasons, we prefer that our customers pay with their own credit cards. You may also pay with a credit card of your co-traveler – a person you are traveling with. If both options are not available, we may offer that you pay through bank transfer (please ask your order manager to send you our bank transfer form).
I want to pay by bank transfer. Please advise the best way.
If you would like to pay by bank transfer, please contact us and we will send you an invoice with our bank details. Your order manager will advise the terms of payment.
Can I pay by credit card for the balance of your services when I arrive in Russia?
For tours, cruises, hotels, tickets and visas we require 100% prepayment before arriving in Russia.

Visas

How do I get a Russian visa?
We can send you a visa invitation (sometimes called a voucher) - the main document that you need to apply for a Russian visa. The invitation is needed when you submit your visa application forms to the Russian Consulate in your country. For the application forms, see the visa section of our site where you can download them and learn more about the process of applying. You can either mail in the forms to a Full Visa Service Company or visit the Consulate in person. We can issue the visa invitation during 1-2 working days. If you need your visa invitation urgently, we can issue and send it to you on the same day. We usually send scanned versions of the invitations by email. Sometimes, Consulates in certain countries require the original invitation. In this case, we can mail you the original by Federal Express. Please check with the Consulate to know if you need the original. Postage is an extra charge.
What documents are required to receive a Russian visa?
Usually the documents consist of: your original passport, 1-2 passport photos, 1-2 Russian visa application forms, an HIV test if you are applying for a business visa (tourist visa applications do not require this) and the visa invitation (voucher) - this is the document that we can supply you with. However, to be 100% sure of what documents are required at specific Consulates, we suggest that you contact the Consulates directly. You can find a listing of phone numbers and addresses here.
Is it possible to order Russian visa support documents 6 months or more in advance of applying to the Russian Consulate for the visa?
Yes, you can make an order on our website in advance. Our tourist visa invitation will be valid for more than 6 months (with business invitations, we can only issue you a visa within 45 days of your planned arrival in Russia). But it is important that you actually apply to the Consulate within 4 months of your arrival in Russia – for example, trying to apply at the Consulate 6 months in advance is usually a problem.
Do I need an original invitation to apply for a tourist visa or is a printed copy is enough?
If you are applying in the country of your citizenship, the invitation copy will be enough in most cases, but please check with the Consulate first as they might have slightly different rules by region. You can find a listing of Consulate phone numbers and addresses on this here.
What are the new Russian visa regulations for US citizens?
In accordance with the agreement between the Russian Federation and the United States on the simplification of visa formalities for nationals of the Russian Federation and the United States effective September 9, 2012, US citizens shall as a rule be issued multiple-entry business, private, humanitarian and tourist visas for a stay of no more than 6 months starting from the date of each entry. The visas shall be valid for three years (36 months) from the date of issue of the visa.
I want to enter Russia from China (via the Trans-Siberian train). Can I apply for a visa at the Russian Consulate or Embassy in Beijing, China?
It is only possible to apply for a Russian visa in the country of your citizenship or in the country where you have a residency permit valid for longer than 90 days. Therefore, if you are planning a long journey, you should always apply for the Russian visa before you leave. Applying in a different country may cause problems, for example, the original invitation might be required. We always recommend contacting the Consulate first to confirm if you are allowed to apply there and obtain the list of specific documents you will need to submit your application.
Do I have to register my visa when in Russia?
All foreigners staying in Russia for more than 7 working days, excluding holidays and weekends, must have their Russian visas registered for the entire period of their stay. You must register on the day of your arrival or you may be required to pay fines or may experience trouble when leaving the country. If you are staying in a hotel, the hotel will register your visa.
Do I need to register my visa if I am staying for 7 business days?
No, you need to register only if you are staying in Russia for more than 7 business days.
I received an invitation from you. Where is the confirmation number?
The confirmation number is the number of your voucher (invitation), you can find in on the top of the document.
The Consulate requests a tourist voucher and confirmation letter, do you issue both?
The invitation that we send to you is comprised of a tourist voucher and a reservation confirmation (all in one document). This document can only be issued by a Russian travel agency registered with Rosturism (the Federal Tourism Agency). This satisfies the requirements of the Russian Consulate.
I didn't mention Novgorod (or any other city) in my invitation, but now I changed my plans. Can I visit this city?
Once you have received your Russian Visa, no cities are stated there, so you can travel almost anywhere in Russia, except to restricted areas (closed cities and regions)
I cannot find the country of my citizenship in the list when ordering an invitation.
Unfortunately, we do not issue visa invitations to citizens of certain countries. Please check the list under the price table.
I want to apply for a 3-year multiple entry Russian Tourist Visa. Do you provide this type of invitation?
This option is available for USA citizens only. If you are traveling for tourism or if you do not want to receive a business or private visa, you can still receive a standard tourist invitation letter (up to 30 days) and then use this to apply for a long-term 36-month tourist visa. Please check with the Russian Consulate in the USA for more information.
What should I put in the field "Address in Russia"?
According to Russian law, a hotel reservation for the entire period of your stay is required for a tourist visa, so we recommend that you to have a real hotel booking when you order your visa invitation and apply for the visa. Once you obtain your Russian Visa you can stay elsewhere.
It has been more than 3 days since I ordered an invitation and I still have not received it.
Please note that we always send an invitation within the requested period. If you have not received the email, please check your spam folder and contact us by chat, email or phone.

Transfers

Where and by whom will I be met for my transfer?
You will be met by a driver holding a signboard with your name on it. If you arrive on an international flight, you will be met at the Arrivals hall of the airport. If you arrive by train you will be met next to your carriage (you should tell us the number of the carriage beforehand) or at the head of the train if you have not indicated your carriage number. After you order and pay for your transfer (or a tour/cruise that includes transfers) you will receive a confirmation indicating the exact point of meeting with your driver. You will have your order manager’s phone number for urgent cases.
How long will the driver wait for me?
  • Airport pickup: the driver will wait up to 2 hours after the scheduled time of your arrival if you have not contacted us regarding your delay (please use your order manager's phone number or e-mail to inform us).
  • Train station pick up: the driver will wait up to 30 minutes after the scheduled time of your arrival if you have not contacted us regarding your delay (please use your order manager's phone number or e-mail to inform us).
  • Pick up from Apartment or Hotel: The driver will wait up to 30 minutes after the scheduled time of pick up indicated in your confirmation.
  • If the client does not appear within this time frame or does not for any other reasons use the ordered transfer services at the time specified in the order, the order will be considered fulfilled and no refund will be available.
  • Cancellation or any changes in your order must be advised not less than 3 working days before the date of execution or by agreement with your order manager.

Train Tickets

What is your cancellation policy?
For electronic tickets, the customer must send a request for a refund of the ticket at least 3 business days before the train departure date.
For paper tickets, the customer must send a request for a refund of the ticket at least 5 business days before the train departure date. The physical, paper tickets must be in one of our company's offices (Moscow or Saint Petersburg) for a refund to be processed. Otherwise, the tickets will be non-refundable. Paper tickets on the routes China-Mongolia-China, Mongolia-Russia and China-Russia are 100% non-refundable.
All cancellations and refunds for tickets are subject to a fee equal to 30% of the ticket price but not lower than 20 USD per ticket.
Train tickets under 20 USD are non-refundable.
To receive reimbursement for tickets canceled at the train station, the customer must email a copy of the receipt to our company. The amount stated on the receipt will be refunded to the customer according to current RUB/USD or RUB/EUR exchange rates.
Can I book the ticket in advance? When can I make the purchase?
Because of the policies of the Russian Railroads, ticket sales for trains within Russia open 90 days before the trip, and ticket sales for international trains open 60 days before the trip. For certain countries the sales opening dates may differ. In order to increase the likelihood of obtaining the tickets we suggest paying for the tickets in advance. We will then do our best to issue you your tickets on the sales opening date. In the very unlikely event that train tickets are sold out in advance wholesale, we will help you obtain tickets on an alternative train or make a full refund depending on what you request. In case there is a change in price we will return the difference to you or may require that you pay the difference. If you do not accept the new price, we will issue a full refund.
Can I exchange my train ticket?
The ticket exchange fee is 20 USD for electronic tickets. If the price of the new tickets is higher, you will also have to pay the price difference. A ticket exchange request has to be submitted no less that 3 business days before the trip.
Please, let me know prices along route:...
Please, be advised that price depends on the season and to check the prices we need to know your departure date.
What is the difference between 1st class and 2nd class?
1st class is a 2-berth compartment and 2nd class is a 4-berth compartment. 2nd class in Europe international trains is a 3-berth compartment.
Does the ticket price include meals?
Tickets with meals are available on almost all trains. But tickets with and without meals have different prices. If you require meals, you need to book these tickets specifically.
Is the time in the schedule Moscow time or local time?
All train schedules on our website show local times.
We are 3 persons and we want to have a 2nd class cabin. We want to have a private cabin just for our group. Is that possible?
According to the Russian Railroads policy, if you want to travel in a private cabin, you should buy all 4 tickets.
Are there any child discounts on Russian trains?
According to the Russian Railroads policy, an adult passenger may be accompanied only by one infant (0-4) without a seat. If one adult is accompanied by more than one infant, only one infant will travel for free and the others will be offered a 30% discount and will be given a seat. Children of 5-9 years are offered a 30% discount and are given a seat. Child policies on international routes may differ. Please, contact us for details.
Are there showers on trains in 1st class cabins?
Only a few trains have showers in the cabin. These cabins are called "Deluxe", Luxury or VIP cabins. Please, specify in the comments that you need these facilities and your order manager will check availability and prices.
Can I make stops in cities on the train route?
The Russian Railroads do not offer any flexible tickets with stopovers. If you would like to make stopovers during your trip, you must buy tickets for each leg of your trip.
What is the difference between a semi e-ticket and an e-ticket?
Both tickets are electronic and you will receive them by email. E-tickets are tickets on trains on which electronic registration is available. You don't need to exchange them for paper tickets at the train station. You need to print out the e-ticket and show it with your passport to the conductor when you board the train. Semi e-tickets are available only on trains within Russia on which electronic registration is not available. You must exchange these tickets for paper tickets at the train station.
I am a man/woman. Can I travel in a male/female compartment?
Many trains within Russia have at least one carriage with gender specific compartments. You may travel in a female/male compartment if tickets are available. NOTE: several trains to Europe have only gender-specific compartments. Mixed compartments are not available.
My train crosses Belarus or Mongolia on its route. Do I need to obtain a visa?
Yes, you will need to obtain a Belarus or Mongolian transit visa. Please contact the Consulate to inquire about the requirements on how to receive the visa.
Can I take my cat/dog with me in the train?
Passengers are allowed to transport pets in the 2nd and 3rd class carriages and sitting carriages of long-distance trains belonging to JSC "Federal Passenger Company" (a subsidiary of JSC "Russian Railways") and operating on the territory of Russian Federation. Animals must be transported in special containers (boxes, baskets) of a specific size: the sum of three dimensions shouldn't exceed 180 cm. The container should be placed in the space reserved for hand luggage inside the cabin. Besides permitted hand luggage (36 kg), the passenger can carry a maximum of two animals occupying no more than one luggage space. Animal owners must have appropriate veterinary documents and comply with the order and cleanliness in the carriage. A transportation fee for animals is charged separately, the amount depends on the route length. For the moment tickets of these classes are sold only in ticket-offices located at train stations. Guide-dogs can be transported in all types of carriages free of charge.

Once you have your tickets, look forward to a wonderful, smooth
and enjoyable journey through the Russian countryside.

Buy your ticket safely and securely and then sit back
and enjoy the ride!

Culture for Kids

A portion of your order will goes to helping underprivileged Russian children.